Support and Technical Account Management Datasheet
The expertise, deployment, and service management options to meet your needs
Looking for basic support? You’re automatically covered by our Standard Support Plan, free of charge, as soon as you sign up with Fastly. You can file a ticket with our Support team to access our Community Forum and documentation, including online FAQs, API references, and configuration guidelines.
Included with your Fastly subscription
Join our Community Forum
Access to technical documentation and self-service online portal
Email support
Looking for enhanced support with SLAs to guarantee faster response times, and priority routing? Gold Support gets you proactive alerts for high-impact events, expedited 24/7 incident response times, and a 100% uptime guarantee.
All the benefits of Standard Support plus:
Alerting for high-impact events
Prioritized responses, guaranteed in hours
24/7 incident response
Concerned about time-sensitive or mission-critical traffic? Enterprise support gives you the added benefits of emergency escalation for support cases and 24/7 responses for inquiries (not just incidents). This includes direct phone and Slack support with 15-minute escalation response times.
All the benefits of Gold Support plus:
General inquiries 24/7
Phone support & private Slack channel
Includes PCI/HIPAA configuration services
Enhanced compliance support (including GDPR)
Discount on Professional Services
Do you need a direct line to a technical expert? By adding a Technical Account Manager to Enterprise support, you have a dedicated, full-service support contact with proactive health monitoring and regular business reviews.
Do you have more complex TLS requirements? This add-on for Enterprise support includes a dedicated TLS support team to provide more advanced configurations for encrypted domains.
| Standard | Gold | Enterprise | |
|---|---|---|---|
| Unlimited access to online self-service help* |  |
|
|
| Availability for general inquiries |
Business hours |
Business hours |
24/7/365 |
| Availability for incident reports |
Business hours, including weekends & holidays |
24/7/365 |
24/7/365 |
| Initial response times |
By the next business day |
Severity 1 incidents within 2 hours; severity 2 incidents within same day; all other incidents by the next business day |
Severity 1 incidents within 15 minutes; severity 2 incidents within 2 hours; all other incidents by the next business day |
| Email support |
|
Priority over Standard support |
Priority over Standard and Gold support |
| Alerting for high-impact events |
|
|
|
| Phone and chat support |
Toll-free telephone available 24/7/365 & dedicated Slack channel** |
||
| Emergency escalation |
Available via email and phone |
||
| Designated customer support engineer |
Available with Technical Account Management package |
||
| Discounted professional services |
30% discount on service management packages |
||
| PCI and HIPAA configuration services |
Available via email, phone, and chat support |
||
| Enhanced compliance support (including GDPR) |
Available via email, phone, and chat support |
| Technical Account Management | |
|---|---|
| Named point of contact | |
| Proactive account monitoring | |
| Regular business reviews | |
| Learn more |
| Concierge TLS | |
|---|---|
| Includes 100 TLS-enabled domains | |
| Dedicated concierge support email address | |
| TLS configuration review and optimization | |
For more details on these plans, visit our Documentation pages.
* Online Self Service includes unlimited access to Community Forum, Documentation & Blogs
** Slack Channel operates only during Fastly business hours / days
To submit support cases, simply contact us at support@fastly.com. You can also join our Community Forum to post questions and discuss Fastly, web performance, and Varnish.